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Customer Service Team Lead
2 months ago
**Job Summary**
We are seeking a highly skilled and experienced Team Lead to join our Customer Care team at Johnston & Murphy. As a Team Lead, you will be responsible for providing exceptional customer service and leading a team of contact center agents.
**Key Responsibilities**
- Assist customers through phone, email, or chat, ensuring a high level of satisfaction and quality service.
- Manage team performance, providing coaching, advice, and guidance to associates to ensure they meet service level expectations.
- Assist the manager with daily operations, including staff development, training, and maintaining service levels.
- Monitor team to ensure correct processes are followed and accurate information is provided professionally and consistently.
- Assist with the resolution of customer service escalated issues and provide one-on-one training and mentoring to newly hired call center agents.
**Requirements**
- Bachelor's Degree preferred but not required.
- 2+ years of customer service or sales experience in a contact center setting.
- Previous supervisory experience preferred.
- Excellent verbal and written communication skills.
- Ability to work in a fast-paced, deadline-oriented work environment.
**What We Offer**
- A hybrid schedule with 3 days at home and 2 days in the office.
- A competitive salary and benefits package.
- The opportunity to work with a leading brand in the footwear industry.
**Note**
This is not a remote opportunity. However, we offer a hybrid schedule that allows you to work from home 3 days a week.